Bank of Valletta said it has been upgrading the customer experience and the services offered throughout its branch network while piloting new services in some branches in anticipation of further enhancements expected over the next few months.

Planned changes are being piloted and include different opening hours for selected branches in Malta and Gozo during the week, based on customer preferences.

These changes will be piloted from Monday, the 4th of November, from the Branches in Gzira, Ibrag, Msida, San Gwann, Sliema, Valletta and Gozo Area. Following an approximate six-week period, the Bank will analyse the traction of this pilot, including obtaining feedback from customers and reviewing data from transaction volumes.

The enhanced service offering is planned to be offered permanently from all locations at the beginning of the coming year, the Bank said.

BOV explained that the enhancements include the consolidation of branches into regions for a more tailored focus on geographic service needs, the pairing of branches into main and satellite outlets to offer specialised services, priority cash services to assist the elderly, as well as upgraded queueing systems to ensure better flow of customers within branches.

To better serve customers and offer a more personalised service, the Bank said that branches have been divided into two categories (main and satellite) and spread across 4 regions encompassing the North, South, Central East, and Central West, with Gozo also considered as a separate region district.

Main outlets will offer full banking services and will also feature longer hours on Tuesdays and Thursdays, also remaining open on Saturdays. Satellite branches will offer fewer specialised services and will be operating from Monday to Friday. A full list of branches, including opening hours, can be found at https://www.bov.com/find-us.

The Bank said it will retain Priority Cash Service for the elderly, which was introduced in June 2022. The service is part of the Bank’s strategy to continue improving the customer experience in its branch network.

The fast-track days are now available every Friday and Saturday from 08:15 to 09:30 from the Main Branches and every Friday during the same time from the Satellite Branches. Cashiering services will be offered from both Main and Satellite Branches and will be available daily until 11:00.

These enhancements have been made following feedback from customers, who prefer longer opening hours to match their lifestyle, the Bank said.

Photo: BOV

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